IT SUPPORT ASSOCIATE

The IT Support Associate provides a point-of-contact for end users to receive support and maintenance within the City's computing environment. The IT Support Associate installs, maintains, and upgrades personal computer (PC) hardware, mobile devices, and equipment.

End User Support

·       Perform information technology (IT) troubleshooting and support services in a timely and accurate manner via telephone, electronically, and in person.

·       Diagnose and resolve computer hardware, software, and network problems to ensure optimal performance.

·       Provide training on and assist end users with new hardware and software.

Hardware and Software Installation

·       Install and configure computer hardware and software.

·       Install new hardware and software on systems.

·       Image and deploy computers and peripherals.

·       Provide basic Active Directory Users and Computer (ADUC) support to manage objects, people, computers, and organizational units.

Administrative

• Maintain IT assets (computer equipment, software, mobile devices, and peripherals).
• Keep asset management systems up-to-date.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

The IT Support Associate must be willing and able to do the following:

·       Be available to perform evening and weekend work to troubleshoot issues and to meet implementation and upgrade requirements.

·       Periodically serve in an on-call capacity.

·       Complete Criminal Justice Information Services (CJIS) clearance within six months of employment.

·       Exert up to 50 pounds of force occasionally, and lift and move objects weighing 10 pounds frequently.

·       Perform medium physical work that requires agility, including walking and standing and crawling, crouching, stooping, kneeling, reaching, balancing, pushing, and pulling.

Required pre-employment tests include the following:

·       Physical Exam with Lift test

1.  Associate degree in computer science, information systems management, automated systems development.

OR

2.  Two years of experience in desktop support and troubleshooting/repair of computers and printers.

Equivalent combinations of education and experience will be considered, such as one year of technical school plus one year of experience as described under #2, above.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

·       CompTIA A+, Microsoft certifications, or other job-related certifications.

TECHNICAL

·       General knowledge of computer systems, including hardware, software, peripheral devices, and cloud-based applications.

·       Knowledge of and ability to effectively use Windows operating systems, such as Windows 10 and 11.

·       Knowledge of and ability to effectively implement help desk support techniques, such as installing and configuring printers and checking networks for connection status.

·       Ability to manage objects, people, computers, and organizational units using Active Directory Users and Computer (ADUC).

·       Knowledge of and ability to install, monitor, and use anti-virus software.

·       Ability to troubleshoot and repair computers and printers.

·       Ability to support Microsoft Office applications such as Office 2019 and Office 365.

·       Ability to read and interpret work-related documents.

COMMUNICATION AND INTERPERSONAL

·       Customer service skills to diplomatically and tactfully assist end users across all levels of the organization.

·       Verbal communication skills to clearly share technical information in an understandable way with both technical and non-technical staff.

·       Written communication skills, including the ability to compose clear correspondence and reports.

·       Ability to provide effective computer training to end users.

·       Ability to understand and follow instructions, both written and verbal.

·       Ability to work cooperatively and effectively with people whose backgrounds may differ from one’s own.

CRITICAL THINKING AND PROFESSIONALISM

·       Ability to plan and organize assignments to meet departmental deadlines.

·       Ability to work independently as well as in a team-oriented, collaborative environment.

·       Ability to analyze technical issues and develop and implement effective solutions.

·       Ability to keep accurate and complete records and documentation.

·       Ability to be patient and professional at all times.

·       Honesty, integrity, and the ability to maintain confidentiality.

·       Commitment to professional development to continually maintain and upgrade IT knowledge and skills.

The current salary range (Pay Range 5IN) is $59,684-$72,025 annually, and the resident incentive salary range for City of Milwaukee residents is $61,475-$74,186 annually.

BENEFITS ~ The City of Milwaukee provides a comprehensive benefit program that includes the following:

• Wisconsin Retirement System (WRS) Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Paid Parental Leave
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 12 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE – The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

·       APPLICATIONS and further information can be accessed by visiting www.jobapscloud.com/MIL.

·       If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.

·       The Department of Employee Relations is in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202

EEO 501

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.